FAQs

What is Caravan Organic co-op?
Caravan is a Sydney based co-op catering to people looking for organic foods at affordable prices. There are currently about 30 participants and one volunteer facilitator. Participation is non-committal, there is no ongoing obligation. Participation is private unless participants choose to inform each other of their involvement.
Caravan also offers free recipes, tips on determining how much to order, advice on nutrition, and how to get the most out of the products we supply. We are expanding our range to include more foods and organic home and personal products. It's a good time to join in!

How does the co-op work?
Once every 5 weeks, participants choose their own orders through our ordering system and pay for their total at the end of the ordering process, much like an online shop. Caravan then pools the orders and sends them through to our various suppliers. Your order will be hand divided according to safe food handling practices; all you have to do is pick it up!

How do I join?
Simply click on the "Subscribe to our Newsletter" link on the right hand side of this page. You will then receive an email with a link to the current order form each time ordering opens. You may forward that email to friends so they can join, too.

How will I know when to order?

We will send an email whenever ordering is open; and there is a list of order dates for 2014/2015 under the heading "Order Dates" on the right hand side of this page. We place an order once every 5 weeks.

Is there a fee to join?
Nope! Never! Apart from your order, the only other cost to you will be a small handling & freight fee. This covers delivery from the suppliers, packing materials, and things like food safe disposable gloves for us to wear while we pack your order. This fee may change over time as materials change but for now (as at September 2014) it is $7 per order for all participants, regardless of size of order. (If you only order a very small amount we might waive this fee for you - contact us if you feel this is applicable to you)

Are there minimum order requirements?
Not usually! If there is a minimum order requirement on a specific item, we'll be sure to let you know. 

Can my order be delivered?

At the moment delivery is not available for Caravan orders.

Where is the co-op based and where will I need to collect my order?

Caravan is based is North West Sydney & we have participants from all over Sydney, Newcastle and the Blue Mountains. Pickup is from West Pennant Hills. We will always let you know the address when the time comes. Pickup is from residential homes with real families living in them - we appreciate your consideration for these families and request that you only collect your order within the agreed time limit unless you have explicitly made prior arrangements directly with the facilitator. Failure to collect may result in forfeit of your order. (Click here for more on that) Please don't rock up during the wee small hours or right in the middle of dinner. If you're running late and can't make it on time, just give us a call - we're pretty nice people and are happy to work with you.

I have food allergies or intolerances. How do you deal with cross contamination?

Many of our participants, including our facilitators, have multiple food allergies or intolerances and we understand how difficult it can be.

Unless otherwise stated, we can't guarantee the "free-from" status of any food item because they have been processed in facilities which may or may not contain allergens. Allergy management is wholly your responsibility, and we encourage you to use common sense when ordering something that you may have a sensitivity to; however, we do our bit to reduce cross contamination in the following ways:

1 - We pack only one food product at a time.

2 - We use new gloves and thoroughly cleaned utensils for each product. 

3 - Gluten-containing products are kept separate from all other items; including home and personal products. 

Do you accept returns?

Caravan co-op is not a shop; it's a group of equal participants presenting themselves to our suppliers as one entity; therefore no participant is under any legal obligation to refund monies to another participant if they're not happy with their order. Our suppliers, however, are required by law to refund or offer credit for any item that is unacceptable to us for legitimate reasons (ie: not change of mind). By ordering with the co-op, you agree to allow the facilitator to make a decision on your behalf regarding the general acceptability of goods at the time of delivery, sorting & packing. Once you have your order and have had the chance to try the products for yourself, it's important that you let the facilitator know if you are unhappy with a product for any reason at all - even if you've just tried better equivalent products- it's our job as a group of members to decide whether or not we're generally happy with the goods. This feedback is an integral part of an effective co-op and we encourage feedback, and appreciate understanding, should a supplier or product be changed at any time. 

What do I do if something I ordered is faulty or unsatisfactory?

If any product you order through Caravan is faulty or unsatisfactory for any legitimate** reason (not change of mind), stop using the product but please don't throw it away yet. Contact the facilitator immediately either via mobile, email, or this blog. The facilitator will contact the supplier directly for a refund or replacement, and will pass all relevant info on to you. If a refund is given you will have the option of crediting it to your account for your next order or receiving it as cash. If a replacement is given, arrangements will be made to get it to you asap. The facilitator will also contact all co-op participants to let them know they might be affected. In short, if there's a problem, let us know and we'll take care of it.

(**examples of some legitimate reasons might be: contaminated with foreign objects; contaminated with mould or insects; shows signs of spoilage &/or severe damage affecting the intended use of the product; or is entirely different from the product description.)

I ordered and paid for something but have since been told that it was out of stock. How does that happen?

When you order with the co-op, you are ordering from a list of products that are stocked by our suppliers. Your order forms a small portion of the collated co-op order which is made by the facilitator on your behalf. (eg: You might order 1kg of dried chickpeas, and so might 10 other participants; so the facilitator orders 11kg of dried chickpeas from the supplier). You pay in advance for two reasons: 1) it means nobody needs to chase up your payment; and 2) so that the facilitator has the means to pay the supplier without being out of pocket. It also means that if a product is out of stock when the collective order is made, you will have paid for something you won't receive. This is usually applied as a credit on your account to be put towards your next order; but if you would like a cash refund, please contact the facilitator & we'll arrange it for you. 

I've been told I have a credit on my account. What does that mean?

This usually means that a product was out of stock with the supplier. Please refer to the answer above. 

Some of my order is missing. What do I do?

We try our best to avoid mistakes like this, but occasionally they do happen. Contact the facilitator and we'll sort it out for you.

What are the underlying principles of Caravan Organic?

To read our underlying principles click here.

Who's the founding facilitator?

Hello, my name's Elizabeth. This co-op was borne out of a search for organic foods that I could actually afford. Many of my friends and family were on the same quest, so we joined together and I started to put some bulk orders through suppliers I had contact with through work. A few people turned into a few more, and now we're an expanding, happy bunch of customers. As facilitator, I co-ordinate, process, and pack orders. I have an extensive background in the food and customer service industries; and am accustomed to working with suppliers and bulk orders, and I've completed the Food Safety and Handling certificate several times. I'm an equal participant in the co-op and don't make any money from co-op orders. I have graphic design experience, and my husband has a background in website development, so we are fortunate to be setting up an easy online ordering system without adding any cost to co-op participants. I design and hand-make all Caravan Cloth Co. products, and I do make a profit from those. I'm a full time mum and I write newsletters for a local health clinic. I'm thrilled to have you on board!